WebMD - Total Care Mobile App (Abridged Web Presentation)

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Abridged presentation of WebMD Total Care mobile app, a UX design project featured on http://www.bendedrick.com

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WebMD - Total Care Mobile App (Abridged Web Presentation)

  1. 1. Design by: Ben Dedrick and Meghna Dholakia Student Project. General Assembly UXDI Winter 2013 Total Care Total Care Bedside &
  2. 2. About the Product: WebMD Total Care is a web application and companion mobile app for patients with acute medical conditions who need a reliable, easily accessible source of information and support during their recovery. It can work with or without direct input from care providers to provide symptom and diagnosis information, medication reminders, recovery progress tracking, and a persistent record of your medical history. Through the mobile app, these features are available anywhere, and empower patients to stay on top of their own recovery by knowing exactly what to expect, as well as what potential warning signs to look for. About the Project: Total Care is a new product system designed by two students based in San Francisco, CA. The assigned objective was to increase WebMD’s user acquisition and retention by creating a health profile tool that collects users’ health information and provides personalized suggestions. The team was also given the constraint of choosing either a responsive web-only implementation, or a web and native mobile implementation of this project. Total Care
  3. 3. Liz has a sore throat that won’t go away. She checks her symptoms with WebMD Total Care and suspects that she may have tonsilitis. She’s able to easily book an appointment with her physician through her Dashboard. Her physician diagnoses her with tonsilitis and prescribes Amoxicillin. She also recommends WebMD Bedside to help Liz track her recovery and answer any questions she may have after her visit. 💻Liz’s physician enters her diagnosis and prescription into her practice’s EHR system, which also populates to Liz’s WebMD profile. ⌂At home the next day, Liz realizes she still has some questions about her medication’s side effects, but she’s not sure whether to try to get in touch with her doctor. Lacking the energy to deal with the problem, Liz tries to ignore her doubts and get some rest. That afternoon, WebMD Bedside notifies Liz that it’s time for her daily check-in. By answering a few quick questions, Liz learns that the pain she’s been experiencing in her stomach is a common side effect of her prescription; she gets some tips to help minimize the discomfort, and she knows what warning signs to look for in case of a reaction to her medication. Liz’s daily check-ins keep her feeling informed and secure throughout the recovery process, without the hassle of trying to stay in touch with her doctor. She completes the course of her antibiotics, and before she knows it, Liz has made a full recovery! High-Level Flow
  4. 4. Prototype
  5. 5. Competitive Analysis Findings Existing health tools generally attempt to address one of three areas: prevention, diagnosis, or condition management/recovery. Prevention is saturated with feature-heavy tools, and is heavily fragmented between various devices and services. Diagnosis is WebMD’s current wheelhouse. Of those who use the Internet for diagnostic information, the vast majority use WebMD, or run Google searches that lead them to WebMD. Management holds a number of somewhat niche applications targeted toward extremely specific chronic conditions. Opportunities Identified Largest gap: Recovery. There are no major tools for helping people manage their recovery from acute illnesses. Because of its ubiquity as a resource for diagnostic information, WebMD is in a unique position to provide value to users who are essentially already at the first step of the recovery process for acute illness. diagnosis Management Prevention Diagnosis
  6. 6. User Research Methods Two Web-based surveys (~40 responses total) examining usage of various health tracking systems, and four semi-structured follow-up interviews. Key Findings – Aggregating existing health tracking services isn’t feasible. Respondents reported using a panoply of such devices and services, and 60% of respondents didn’t use any at all. – Most users who had visited medical resource sites like WebMD in the past indicated that advice about relieving specific symptoms was important to them. Diagnostic information and general health information/news articles were also popular reasons for visiting. – The vast majority of those surveyed stated that they only used resources like WebMD a few times per year. Very few users actually visit daily or multiple times per week, and those users typically seek news articles or general health information. – People generally trust the information they receive. Of those respondents who found medical information through sites like WebMD, 95% rated the information as “Moderately trustworthy” or better. (Zero respondents reported that they considered the information they received to be “Not at all trustworthy.”) 5% 80% 5% 5% 5% Once per year or less. A few times per year. Monthly. Several times per week. Daily. How often do you consult sites like WebMD for medical information?
  7. 7. User Research Further Findings – Respondents were lukewarm about their knowledge of/access to their medical records. – 25% (!) of respondents do not complete their antibiotic regimens as prescribed. – 40% felt that they were not adequately supported after leaving their doctor’s office. Opportunities Identified – Motivate return visits by finding ways to continue providing value after the initial diagnostic/symptom research phase. – Provide easy access to persistent health records. – Promote adherence to prescribed medication regimens through reminders and detailed treatment information. – Act as an “always-there” guide and source of support for users who need tailored medical information after leaving their doctor’s office.
  8. 8. Ben Dedrick bdedrick@gmail.com For more information about the research and design processes for this and other projects: CONTACT ME

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